The end of the year can be one of the most challenging periods for a Call Center Manager. Balancing between staff taking PTO, inclement weather and business peaks and valleys can put you into an ocean where keeping your head above water becomes a daily challenge. Often during these times, your efforts become an exercise in fighting the biggest fire. Keeping seats filled and staff happy can provide you the team you need to stay afloat. Here are a couple tips to help you do just that!

Schedule Ahead

How often do you post staff schedules? If you know you’re coming into a period of the year when staffing is more difficult, plan ahead. Give staff as much forewarning as possible to plan their work schedule into their family schedule. Don’t be afraid to communicate early. No one wants to work on or close to holidays, but sometimes there is no choice. Provide sufficient opportunity for staff to adjust and trade shifts when applicable.

Weather the Unexpected

Depending on your location, winter weather can have a major impact on your team. Take a few minutes to poll your staff to see who has the capabilities to travel during times of impactful weather. It is important to consider that some staff may be limited by closures to public transportation. Consider alternative temporary living arrangements such as local hotels within a closer range to your call center.

Strong Hand vs Strong Leader

Being heavy handed with punitive measures for lack of schedule compliance will not lead to a better performing team, especially during the holiday season. Clearly define procedures for trading shifts, making management aware when you are running late and what to do during weather events. Allowing for employees to make up for lost time due to running late or missing a shift can have a positive impact on the overall performance of your team.

We hope you have a smooth and uneventful holiday season in your contact center. From our team here at CPI to yours, have a safe and Merry Christmas and a very Happy New Year!

Colin Doggett

Senior Project Manager

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Indy Event: Cloud Vs. Premise – How to Know Which is Right for YouLocation: Topgolf Date: December 4, 2018 Time: 9:00 AM EST